Complaint / review text:
I've been an esurance customer for 3 years and had been overall happy until they recently autorenewed my quote. I bought a new vehicle, so I would understand a jump in my premium, but I would have expected the price to jump once, not again at my renewal.
When I notifed them of the change in vehicle, I took the opportunity to make a few other changes to my policy and agreed to the new rate online. Then, when my policy was up for renewal a few months later, they autorenewed my policy, doubled my rate, and charged my account the newly doubled rate without notifying me or getting my authorization for the new rate. When I called to tell them that a) I can't afford the new rate, b) you charged my card more than I was expecting, so you overdrew my account, and c) why did my insurance increase so dramatically, why wouldn't you get my permission before charging my card for a doubled rate, and what can I do about this? The girl who answered the call sounded like a bored teenager who could have cared less about me or my issues.
She said the rate was high, but didn't even try to help me reduce it and did not give me even one option of how to resolve the situation.instead, she proceeded to try to give me excuses for why my rate increased and why no one informed me or contacted me to get my authorization for the increased charge. I asked to speak with her supervisor and as soon as he got on the phone, he was telling me he was canceling my policy. I have been in sales and customer service for years and usually getting rid of a customer, especially one that has been around for awhile, is usually a last resort after all other options have exhausted, but he didn't listen to me or make even one attempt to try to resolve my issue, he just canceled my policy.
Well, I guess I should thank him.
I said fine, filed a formal complaint online (which I have had NO response to), and started shopping around for insurance. I got quotes from several other companies - all of whom were cheaper than Esurance and ended up with a better policy at a better rate with Progressive. Don't waste your time with Esurance. Not only are they way overpriced, but they don't care about the customer at all and are obviously willing to just throw customers away..
Oh, you aren't happy about something?
Let's cancel your policy. Yea, send customers away and see how long you last as a company..